CARASANA Bäderbetriebe GmbH — Attraction in Baden-Baden

I had a deeply disturbing experience at your spa on October 20, 2023.

Upon entering the pool area before even stepping foot in water I was warned by staff that I was not allowed to use any facilities because my swimwear was not appropriate. I informed them the material is appropriate but it just covers my arms and legs. I was told to step aside as I was not allowed to use any facilities.

At the end of my visit, I inquired on why the swimwear wasn’t appropriate and I why did I pay to not be allowed to infact use any of facilities. I was told the information was on the website and the written rules state (none were found by the Carasana staff) that long sleeve swimsuit were not allowed. When no actual guidelines were found, I further asked who determines what is inappropriate they said they just did on their own discretion.

I was told “we don’t want clients” with long sleeved swimwear because we just “don’t like it.” “This a private bath and we can do what we want, this is Germany.”

I asked them if they were aware this is discrimination - they were and were completely ok with it. Employee Patricia Tosana will corroborate this as these were her and the staff’s own words.

This is a disgusting display of ignorance and discrimination. Your staff’s behavior was appalling.

How is your establishment ok with treating people this way? And then double-downing on it unapologetically when called out for the...

Während unseres Besuchs am 26. Dezember 2023 in der Therme wurden wir leider mit einer äußerst schockierenden Erfahrung in Saunaland Wasserbar konfrontiert. Nachdem wir unsere Bestellung aufgegeben hatten, stellten wir fest, dass die Quittung fehlerhaft war. Als wir höflich bei der Mitarbeiterin nach einer Klärung fragten, wurde uns die Rechnung vor anderen Gästen brutal entrissen. Wir wurden sogar von ihr öffentlich beschuldigt.

Die Kommunikation wurde verweigert, und das Unternehmen blieb in der weiteren Abwicklung respektlos und arrogant. Unsere Anfragen nach einer Entschuldigung und Erklärung blieben unbeantwortet. Diese zutiefst erschütternde Erfahrung hat das Vertrauen in die Carasana Therme nachhaltig erschüttert.

Wir werden auch den rechtlichen Weg suchen, da es nicht nur um den Betrag für die Getränke geht, sondern darum, dass wir unfair und schlecht behandelt wurden und keine angemessene Entschuldigung erhalten haben.

Unfortunately, during our visit to the thermal baths at Sauna waterbar on December 26, 2023, we were confronted with an extremely shocking experience. After placing our order we discovered the receipt was incorrect. When we politely asked the employee for clarification, the bill was brutally snatched away from us and rudely ripped off in front of other guests. We were even publicly accused by her.

Communication was refused and the company remained disrespectful and arrogant throughout the process. Our requests for an apology and explanation went unanswered. This deeply shocking experience has permanently shaken the trust in the Carasana Therme.

We will also be seeking legal recourse as it is not just about the amount of drinks, but about the fact that we were treated unfairly and badly and were not given a...

The facility is excellent, especially the saunas but the staff weren’t helpful for friendly.

Had a massage which is 70€ each but this wasn’t worth the money, no discussion on where we wanted the massage to be focused, no discussion on pressure level and was not a good experience generally.

The absolute worst element though is that you are charged for water! 5.40€ for 0.5L of water! There is no where else to get drinking water which is very poor at a spa.

Restaurant food was “ok” but quite expensive.

Also, the queue to get in...